Service Operations Management
Improving Service Delivery
2nd edition

By Robert Johnston & Graham Clark
Financial Times / Pearson Education
December 2005
ISBN: 0273683675
516 Pages, Illustrated
$97.50 Paper Original


Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area.

Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.

Contents
PART ONE: INTRODUCTION
1. Introduction to service operations management
2. The service concept

PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS
3. Customers and relationships
4. Customer expectations and satisfaction
5. Managing supply relationships

PART THREE: SERVICE DELIVERY
6. Service processes
7. Service people
8. Resource utilization
9. Networks, technology and information

PART FOUR: PERFORMANCE MANAGEMENT
10. Performance measurement
11. Linking operations decisions to business performance
12. Driving operational improvement

PART FIVE: MANAGING STRATEGIC CHANGE
13. Service strategy
14. Service culture
15. Operational complexity

Features
• Written specifically to better serve the needs of students on services-orientated operations management courses.
• The first European-originated book.
• Operations management is set within the wider business context, recognizing the impact of other management functions and covering wider issues, such as organizational culture and design, people issues, and customer relationships.
• Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
• Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

Additional Support Material
An instructor's manual and power point slides can be downloaded by registered faculty adopters from this catalog site

Reviews
"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."
Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of Denmark

"Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback."
Geoffrey Plumb, Senior Lecturer, Staffordshire University

“Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context.”
Andrea Vinelli, Professor of Operations Management, University of Padova, Italy

"Johnston and Clark is the textbook of choice for teaching Service Operations Management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential."
Hongtao Zhang, Associate Professor, School of Business and Management, Hong Kong University of Science and Technology

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